Atlassian JIRA Service Desk Administration Training Course

Clearvisions Atlassian JIRA Service Desk Administration training course provides a deeper knowledge of the features and functionality of JIRA Service Desk and how it can be tailored to specific needs.

Objectives and Outcomes 
At the end of the Clearvision Atlassian JIRA Advanced training course students will understand how Atlassian JIRA can be tailored to meet their specific project and process needs. Includes a more in-depth look at effective administration and configuration methods for the underlying architecture utilised by a JIRA service desk. 

Audience:

This course is ideal for new JIRA Application Administrators and those with the responsibility to define projects and configurations (not service desk leads). 

Prerequisites:

  • Access to a laptop and an active internet connection

Course outline:

Module 1: JIRA Concepts Overview

  • Introduction
  • Summary of Users and Groups
  • Projects
  • Service Desk projects
  • Issues vs requests
  • Schemes
  • Audit logs

Lab Exercises

  • Create a JIRA Project and project category - based on an existing configuration
  • Exploring the Interface

Module 2: Users, Groups and Access

  • Users and the User browser
  • Customers, Agents and Collaborators
  • Groups and the Group Browser
  • Global permissions
  • Service desk permissions

Lab Exercises

  • Public signup and groups
  • Add new users and create/assign groups
  • Create a Project Role and a Permission Scheme
  • Set up an Issue security Scheme

Module 3: The Simpler Schemes

  • Issue Type Schemes
  • Notification schemes
  • Events

Lab Exercises

  • Create a Notification schemes
  • Create an Issue Type Scheme

Module 4: Fields

  • Priorities and Resolutions
  • Custom Fields
  • New options in custom fields
  • Field Configuration Schemes
  • Field Configurations
  • Re-Indexing and Index Recovery
  • Mapping fields to the customer view

Lab Exercises

  • Create a screen
  • Create a custom field
  • Apply to a screen
  • Create a field configuration scheme
  • Apply the field to a request type
  • Implement a screen scheme
  • Implement an issue type screen scheme

Module 5: Screens

  • Understanding Screen Schemes
  • Screen Schemes
  • Creating Screens
  • Modifying Screens

Lab Exercises

  • Modify screen contents

Module 6: Service Desk Management

  • User Management (Agent Creation, User Permissions, Customer Public Sign up)
  • Requests (Request Types, Customising Request Fields)
  • Queues
  • SLAs (Creating SLAs, Editing SLAs)
  • Reports (Report Overview, Creating New Reports, Editing Reports)
  • Setting Up SLAs
  • Customer Satisfaction
  • Knowledgebase (Link to Confluence)
  • Branding

Lab Exercises

  • Manage users
  • Resolve an Issue
  • Customize a customer portal
  • Create a request type
  • Create a queue
  • Create a report
  • Define a calender
  • Working with SLAs

Module 7: Service Desk Workflows

  • The visual workflow designer
  • Planning workflows
  • The Status Attribute
  • Transitions
  • Workflow Triggers
  • Creating a workflow
  • Creating a workflow schemes
  • Workflow sharing

Lab Exercises

  • Add states into a workflow
  • Configure screens on transitions
  • Using post functions and validators
  • Implementing workflow schemes
  • Putting it all together

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